Broadband connection keeps dropping

[Danzer87]

Hi,

I recently upgraded to Halo and ever since I have I've had nothing but issues with the connection cutting out and my hub looking like it's at a disco 

This happened multiple times and guarenteed to happen everyday, I spoke to live chat previously and they ran tests and flushed my line and they said that would solve the issue but this hasn't fixed anything 

Can anyone help me with this or has anyone else had the same issues

Thank you 

[imjolly]

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

Halo is an add-on to your package and should have no affect on your connection

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

[Danzer87]

any help as its over 20,000 characters and cannot paste

[Danzer87]

[Danzer87]

[Danzer87]

23:53:37, 30 May.

:DHCP Confirmation of Request

23:53:36, 30 May.

wl1:A WiFi device <34:79:16:D7:39:5F> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

23:53:29, 30 May.

wl0:Device <34:79:16:D7:39:5F> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV5G])

23:53:12, 30 May.

wl0.2:WiFi security settings have been successfully saved

23:53:12, 30 May.

wl0.1:WiFi security settings have been successfully saved

23:53:12, 30 May.

wl1.1:WiFi security settings have been successfully saved

23:53:12, 30 May.

:WAN DHCPv6 Client Prefix : 2a00:23c4:bb83:1700::/56 (valid time = 315360000 / preferred time = 315360000)

23:53:10, 30 May.

ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36

23:53:10, 30 May.

ppp1:The WAN DHCPv6 Client Process has successfully been terminated on Vlan 36

23:53:08, 30 May.

:HTTP UserBasic login from 192.168.1.87 successfully

23:53:05, 30 May.

ppp1:TR69 connectivity to (pbthdm.bt.mo) has been closed

23:53:04, 30 May.

ppp1:TR69 connectivity to (pbthdm.bt.mo) has been initiated

23:53:04, 30 May.

ppp1:TR69 receiving InformResponse message

23:53:04, 30 May.

ppp1:TR69 event found : 4 VALUE CHANGE

23:53:03, 30 May.

ppp1:TR69 sending Inform message

23:53:02, 30 May.

ppp1:TR69 event found : 4 VALUE CHANGE

23:53:01, 30 May.

ppp1:TR69 sending Inform message

23:53:00, 30 May.

BR_LAN:The LAN DHCPv6 Server is active

23:53:00, 30 May.

BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1

23:53:00, 30 May.

BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)

23:53:00, 30 May.

BR_LAN: Allocated prefix = 2a00:23c4:bb83:1700::/64 (valid time = 2026291200 / preferred time = 2026291200)

23:53:00, 30 May.

BR_LAN: Allocated address = 2a00:23c4:bb83:1700:7a65:59ff:febc:a169 (valid time = 2026291200 / preferred time = 2026291200)

23:53:00, 30 May.

BR_LAN: Allocated prefix = 2a00:23c4:bb83:1700::/64 (valid time = 2026291200 / preferred time = 2026291200)

23:53:00, 30 May.

ppp1: Allocated prefix = 2a00:23c4:bb83:1701::/64 (valid time = 2026291200 / preferred time = 2026291200)

23:53:00, 30 May.

ppp1: Allocated prefix = 2a00:23c4:bb83:1700::/56 (valid time = 2026291200 / preferred time = 2026291200)

23:53:00, 30 May.

ppp1: Allocated address = 2a00:23c4:bb83:1701:7a65:59ff:febc:a167 (valid time = 2026291200 / preferred time = 2026291200)

23:53:00, 30 May.

ppp1: Allocated prefix = 2a00:23c4:bb83:1701::/64 (valid time = 2026291200 / preferred time = 2026291200)

23:53:00, 30 May.

BR_LAN:The LAN DHCPv6 Server is inactive

23:53:00, 30 May.

BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)

23:53:00, 30 May.

BR_LAN: Allocated prefix = 2a00:23c4:bb83:1700::/64 (valid time = 2026291200 / preferred time = 2026291200)

23:52:59, 30 May.

BR_LAN: Allocated address = 2a00:23c4:bb83:1700:7a65:59ff:febc:a169 (valid time = 2026291200 / preferred time = 2026291200)

23:52:59, 30 May.

BR_LAN: Allocated prefix = 2a00:23c4:bb83:1700::/64 (valid time = 2026291200 / preferred time = 2026291200)

23:52:59, 30 May.

ppp1: Allocated prefix = 2a00:23c4:bb83:1701::/64 (valid time = 2026291200 / preferred time = 2026291200)

23:52:59, 30 May.

ppp1: Allocated prefix = 2a00:23c4:bb83:1700::/56 (valid time = 2026291200 / preferred time = 2026291200)

23:52:59, 30 May.

ppp1: Allocated address = 2a00:23c4:bb83:1701:7a65:59ff:febc:a167 (valid time = 2026291200 / preferred time = 2026291200)

23:52:59, 30 May.

ppp1: Allocated prefix = 2a00:23c4:bb83:1701::/64 (valid time = 2026291200 / preferred time = 2026291200)

23:52:59, 30 May.

BR_LAN:The LAN DHCPv6 Server is active

23:52:59, 30 May.

BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1

23:52:59, 30 May.

BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)

23:52:59, 30 May.

BR_LAN: Allocated prefix = 2a00:23c4:bb83:1700::/64 (valid time = 2026291200 / preferred time = 2026291200)

23:52:59, 30 May.

BR_LAN: Allocated address = 2a00:23c4:bb83:1700:7a65:59ff:febc:a169 (valid time = 2026291200 / preferred time = 2026291200)

23:52:59, 30 May.

BR_LAN: Allocated prefix = 2a00:23c4:bb83:1700::/64 (valid time = 2026291200 / preferred time = 2026291200)

23:52:59, 30 May.

ppp1: Allocated prefix = 2a00:23c4:bb83:1701::/64 (valid time = 2026291200 / preferred time = 2026291200)

23:52:59, 30 May.

ppp1: Allocated prefix = 2a00:23c4:bb83:1700::/56 (valid time = 2026291200 / preferred time = 2026291200)

23:52:59, 30 May.

ppp1: Allocated address = 2a00:23c4:bb83:1701:7a65:59ff:febc:a167 (valid time = 2026291200 / preferred time = 2026291200)

23:52:59, 30 May.

ppp1: Allocated prefix = 2a00:23c4:bb83:1701::/64 (valid time = 2026291200 / preferred time = 2026291200)

23:52:59, 30 May.

BR_LAN:The LAN DHCPv6 Server is inactive

23:52:59, 30 May.

BR_LAN:The LAN DHCPv6 Server is active

23:52:59, 30 May.

ppp1:TR69 creating new session with ACS

23:52:59, 30 May.

BR_LAN:The LAN DHCPv6 Server is inactive

23:52:59, 30 May.

BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)

23:52:59, 30 May.

BR_LAN: Allocated prefix = 2a00:23c4:bb83:1700::/64 (valid time = 240000000 / preferred time = 0)

23:52:58, 30 May.

ppp1: Allocated prefix = 2a00:23c4:bb83:1701::/64 (valid time = 240000000 / preferred time = 0)

23:52:58, 30 May.

ppp1: Allocated prefix = 2a00:23c4:bb83:1700::/56 (valid time = 2026291200 / preferred time = 2026291200)

23:52:58, 30 May.

ppp1: Allocated prefix = 2a00:23c4:bb83:1700::/56 (valid time = 2026291200 / preferred time = 2026291200)

23:52:58, 30 May.

:WAN DHCPv6 Client Prefix : 2a00:23c4:bb83:1700::/56 (valid time = 315360000 / preferred time = 315360000)

23:52:57, 30 May.

ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36

23:52:56, 30 May.

ppp1:WAN DHCPv6 Mode : Statefull

23:52:56, 30 May.

BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1

23:52:56, 30 May.

BR_LAN:The LAN DHCPv6 Server is active

23:52:55, 30 May.

ppp1:The WAN DHCPv6 Client Process has successfully been terminated on Vlan 36

23:52:55, 30 May.

ppp1:WAN Router Discovery Setting Updated : M_flag = 1, O_flag = 0

23:52:55, 30 May.

BR_LAN:The LAN DHCPv6 Server is inactive

23:52:55, 30 May.

BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1

23:52:55, 30 May.

BR_LAN:The LAN DHCPv6 Server is active

23:52:54, 30 May.

BR_LAN:The LAN DHCPv6 Server is inactive

23:52:54, 30 May.

:WAN: SENSING AUTO VDSL

23:52:54, 30 May.

BR_LAN:The LAN DHCPv6 Server is active

23:52:54, 30 May.

ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36

23:52:53, 30 May.

ppp1:New DYN ROUTE is added [81.139.56.100/32 gw 172.16.13.132]

23:52:53, 30 May.

ppp1:New DYN ROUTE is added [81.139.57.100/32 gw 172.16.13.132]

23:52:53, 30 May.

ppp1:PPP: PPP INFO 81.139.57.100,81.139.56.100

23:52:53, 30 May.

BR_LAN:The LAN DHCPv6 Server is inactive

23:52:53, 30 May.

BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)

23:52:53, 30 May.

BR_LAN: Allocated prefix = 2a00:23c4:bb83:1700::/64 (valid time = 240000000 / preferred time = 0)

23:52:53, 30 May.

ppp1: Allocated prefix = 2a00:23c4:bb83:1701::/64 (valid time = 240000000 / preferred time = 0)

23:52:53, 30 May.

ppp1: Allocated prefix = 2a00:23c4:bb83:1700::/56 (valid time = 240000000 / preferred time = 0)

23:52:53, 30 May.

ppp1:PPP: PPP INFO

23:52:52, 30 May.

ppp:PPP: IPCP_NAK

23:52:52, 30 May.

ppp:PPP: CHAP_SUCCESS

23:52:52, 30 May.

ppp:PPP: CHAP_RESPONSE

23:52:52, 30 May.

ppp:PPP: LCP_GOOD_ACK

23:52:52, 30 May.

ppp:PPP: LCP_REQUEST

23:52:52, 30 May.

:PPPoE error: timeout

23:52:48, 30 May.

:PPPoE error: timeout

23:52:42, 30 May.

ptm0.101:VLAN VLAN_DATA connected

23:52:41, 30 May.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

23:52:41, 30 May.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

23:52:41, 30 May.

dsl:VDSL link Up: Down Rate=65814Kbps, Up Rate=20000Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB

[pippincp]

Waste of time posting the technical log, that is not what was requested.

Advanced settings/thechnical log/information is the page required.

[Danzer87]

sorry about that

Product name:

BT Hub 6A
Serial number:

+084316+NQ93742392
Firmware version:

SG4B1000E020
Firmware updated:

21-Mar-2020
Board version:

1.0
Gui version:

1.115.0
DSL uptime:

0 Days, 8 Hours 48 Minutes 46 Seconds
Data rate:

19.70 Mbps / 62.28 Mbps
Maximum data rate:

19820 / 62715
Noise margin:

6 dB / 6.1 dB
Line attenuation:

26.4 dB
Signal attenuation:

20.1 dB / 26.4 dB
VPI / VCI:

0/38
Modulation:

G_993_2_ANNEX_B
Latency type:

Fast Path
Data sent / received:

40 MB Uploaded / 3 GB Downloaded
Broadband username:

bthomehub@btbroadband.com
BT Wi-fi:

Active
2.4 GHz wireless network name:

BTHub6-R7P8
2.4 GHz wireless channel:

Smart (Channel 11)
5 GHz wireless network name:

BTHub6-R7P8
5 GHz wireless channel:

Smart (Channel 36)
Wireless security:

WPA2 (Recommended)
Wireless mode:

Mode 1
Firewall:

On
MAC address:

78:65:59:BC:A1:69
Software variant:

Boot loader:

0.48.8-sec

[imjolly]

quiet line test  dial 17070 option 2  should be silent and best with corded phone

[Danzer87]

i dont have a house phone only the line as we never use the landline